Support Associate – Mandarin & Cantonese (Kuala Lumpur)

Agoda; Kuala Lumpur; On-site; MYR 30,000 - 40,000; Full time

Benefits offered by this job

Health insurance

Annual leave of 16 days

Performance-based incentives

Agoda travel discounts

Structured training and career growth opportunities

Job summary

Agoda is seeking a Customer Experience Specialist to provide exceptional service in Kuala Lumpur. The ideal candidate will support clients through multiple communication channels while handling inquiries primarily from regions such as Hong Kong, Taiwan, and China.

Strong English and Mandarin communication skills are essential, and experience in customer service is advantageous. Benefits include a hybrid working model, annual leave, and travel discounts.

Qualifications

• Excellent command of spoken and written English & Mandarin; Cantonese is an advantage.
• Prior experience in customer support or service roles is a plus.
• Ability to work in a fast-paced, high-volume environment.

Responsibilities

• Deliver excellent customer service through various communication channels.
• Support Agoda products like hotel bookings, flights, and activities.
• Handle high volumes of inquiries from international clients.

Skills

Customer service orientation

Communication skills

Problem-solving skills

Time management

Flexibility

Job description

Opportunity

As a Customer Experience Specialist in Kuala Lumpur, supporting Mandarin and/or Cantonese, you will:

• Build strong problem‑solving and communication skills that open doors to many future roles.
• Support customers and partners from multiple countries and cultures, gaining truly global experience.
• Join a data‑driven, fast‑learning team that experiments, improves, and shares feedback openly.

In This Role

• Deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone, email, and live chat).
• Required to support a combination of Agoda products (Hotel, Flights, Activities and more) to support the business needs after being trained for required skills.
• Professionally handle high volume of inquiries from clients and customers across regions such as Hong Kong, Taiwan, and China.
• You will be accountable for meeting individual (KPIs) and team goals.
• Understand and deliver business strategies and improve customer services through the execution of self‑service.
• Continuously identify work process improvements and communicate to Team Leaders and (or) Manager.
• Perform office‑based administrative duties whenever required.
• Must demonstrate high degree of integrity and confidentiality – maintain confidentiality of customer information at all times.
• Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc.

Core Skills and Competencies

• Strong customer focus and a genuine desire to help others.
• Excellent command of spoken and written English & Mandarin (Cantonese speaking is an added advantage).
• Ability to stay calm, accurate, and professional under pressure.
• Good problem‑solving skills, using guidelines and data to make decisions effectively.
• Flexibility to adapt to new tools, processes, and feedback.
• Ability to manage time and priorities in a fast‑paced, high‑volume environment.
• Reliability, integrity, and a positive, collaborative attitude.
• Willing to work in shift rotations (am/pm/midnight shift) to ensure 24/7 service levels.
• Able to work on public holidays and weekends.

Nice to Have

• Prior working experience in customer support, contact center, or service roles.
• Experience in travel, e‑commerce, hospitality, or BPO is a plus.
• Experience working with international customers or partners.
• Familiarity with contact center, CRM, or ticketing systems.
• Cantonese proficiency is an added advantage.

Benefits

• Hybrid working arrangement (work from office 1 week in every 8 weeks).
• Strategic working location – walking distance from public transportation hub.
• Annual leave: starting at 16 days (first year).
• EPF, SOCSO & EIS contribution.
• Competitive compensation with performance‑based incentives.
• Annual discretionary performance bonus.
• Health insurance and other locally competitive benefits.
• Agoda travel discounts and special rates on accommodation and related products.
• Work from anywhere for up to 30 days per year.
• Structured training, coaching, and clear performance metrics.
• Opportunities to grow your career within the Customer Experience Group or across Agoda.
• An inclusive, international work environment where your ideas and feedback are valued.

Equal Opportunity Employer

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.